IT Manager

The Pegasus Agency - Secaucus, NJ




Position: IT Manager, Cloud Infrastructure Solutions

Firm: Global Design, Manufacturing and Logistics

Headquarters Location: Hudson County, NJ

Major Sites: US, EMEA, APAC

Years in Business: 25

Clients: Worldwide Data Center, Cloud and Internet Infrastructure Providers

Revenues: ~ $4.5 Billion


Our Client delivers world-class business and technology solutions spanning public/hybrid cloud and on-premise environments. This hot growth firm boasts of custom engineering, unique validation services and integrated supply chain capabilities, all purpose-built for flexible hyper-scale workloads and data centers worldwide. Integrated rack-level solutions are shipped worldwide and supported by industry-leading SLA and RMA capabilities. Its proven and continuous track record over the last quarter century traces back to a culture of commitment and significant investment in R&D. The results are ultra-satisfied global customers fueled by successful deployments and characterized by cost-effective digital transformation and industry-leading ROI. 

The IT Manager will manage a Helpdesk / Support team providing services to the Company employees. This person will provide direction to the group per established policies and management guidance. The IT Manager will develop and administer company policies that directly affect the productivity of the team. In addition, the IT Manager will work with the Business to assist in developing solutions to meet business requirements. This person will also conduct reviews to measure and ensure that IT objectives are being met.  


  • Oversee the delivery of technical support, supervision of the IT operations to ensure that end-users receive prompt, courteous and knowledgeable assistance  
  • Manage all procedures related to collecting, prioritizing and resolving end-user requests including ongoing process review and improvement 
  • Guide and mentor to the team
  • Liaise between end-users and IT support team members 
  • Identify key support metrics and regularly reviews data with the team and IT leadership to determine process updates and improvements  
  • Identify internal and external support trends and takes steps to prevent and solve problems proactively  
  • Develop and report against service level objectives that pertain to end-user satisfaction, including times and goals for problem resolution and support staff responsiveness  
  • Analyze flows, team schedules, and support ticket trends
  • Commitment to improve efficiency and customer satisfaction  
  • Develop and administer the procedure for managing licenses and assets
  • Work with IT leadership team to develop the IT procedures and the policies such as Change Management Control, or Risk Management 
  • Work w/ a Service Mgmt. Tool to track/record all Incident, Request and Change Mgmt. tickets 
  • Participate in security audits or any third-party audit for IT



What you’ll Bring to the Table

  • Experience managing people and a service help desk
  • Track record of improving and redesigning workflows to improve and better utilize resources
  • Excellent documentation and communication skills and ability to work with team members
  • Vendor Management skill set
  • Experience in Microsoft license management and audits
  • Solid understanding of data security and ability to properly manage outside security vendors
  • DR and Business Continuity plan: working knowledge and corresponding processes
  • Proven ability to lead and motivate teams
  • Design and deploy common-sense solutions undergirded by superior problem-solving skills
  • Strong interpersonal skills and a team player
  • Proactively identify opportunities for continuous improvement
  • Proactive, positive, deliberate, and focused thinking
  • Bachelor’s degree (Computer Science preferred)
  • 10 years related experience required
  • Executive Gravitas


Minimum Qualifications

  • Minimum 6 years of management experience
  • Assess what IT policies and procedures are needed
  • Supervise and coordinate the design and implementation of IT policy and procedures
  • Ability to engage with the Business to assist in requirements gathering
  • Facilitate IT solution decision making
  • Implement logical architecture and robust solutions
  • Understand ITIL, SOX and ISO standards and working experience with security audits
  • Execute and manage of project tasks





Posted On: Wednesday, August 12, 2020

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